ABHIJEET Rajendra Jagadale
Pune
Summary
L2 Telecom Support Engineer with expertise in porting and provisioning, ServiceNow, Splunk, SQL, and Grafana. Skilled in incident management, RCA, daily reporting, and customer-facing operations in MVNO/Wholesale telecom environments.
Overview
5
5
years of professional experience
Work History
Application Analyst
Netcracker Technology
Pune
09.2022 - Current
- Perform L2-level triaging and root cause analysis for issues escalated from L1/L1.5 teams related to telecom Port-In, Port-Out, and provisioning processes using ServiceNow ticketing system.
- Manage end-to-end telecom porting lifecycle, including request validation, carrier coordination, fallout analysis, and resolution of failed or stuck port requests.
- Handle subscriber provisioning activities such as activation, deactivation, suspension, and plan changes across middleware and downstream network systems.
- Monitor and analyze application and transaction logs using Splunk, leveraging SQL queries to identify failures, latency issues, and data mismatches.
- Actively monitor Grafana dashboards for system health, KPIs, and real-time alerts to proactively detect and resolve backend issues.
- Provide L2 support for middleware systems, ensuring seamless integration between upstream partner platforms and downstream carrier/network systems.
- Troubleshoot and resolve stuck or failed transactions in order management, porting, and provisioning systems by log analysis and reprocessing.
- Take ownership of order processing and first-level infrastructure-related fixes, ensuring smooth flow of customer orders.
- Resolve day-to-day operational incidents and service requests logged in ServiceNow, ensuring adherence to SLA and TAT.
- Track, analyze, and report daily porting fallouts, identify recurring failure patterns, and recommend corrective and preventive actions.
- Prepare and present daily operational reports and PPT dashboards, including porting KPIs, provisioning success rates, fallout trends, and backlog status.
- Lead daily customer sync calls, presenting performance metrics, incident status, root cause findings, and improvement plans.
- Coordinate with cross-functional teams (network, billing, middleware, carrier partners, and business teams) for faster issue resolution.
- Handle Severity-1 and Severity-2 incidents, initiate bridge calls, perform impact assessment, and manage incident communication until closure.
- Communicate critical incidents and updates to end customers via email and meetings, ensuring transparency and timely resolution.
- Perform incident management and post-incident analysis, including preparation and circulation of RCA (Root Cause Analysis) reports.
- Execute and monitor daily billing cycles and EOM (End-of-Month) activities, validating partner bills, usage records, and service charges using backend data analysis.
- Support continuous improvement initiatives by identifying gaps through log analysis, SQL data validation, and reporting insights, and proposing automation or monitoring enhancements.
Application Support Engineer
Datamatics Global Services Ltd.
Pune
03.2021 - 08.2022
- Ensure availability and optimal performance of the database.
- Ensure Database software are up-to-date.
- Manage database security/integrity and backup procedures.
- Install and configure required software.
- Design and maintain procedures and put them into operation.
- Work closely with project team to ensure all database needs are being met.
- Test and modify databases to ensure that they operate reliably.
- Apply patches or upgrades to the database as needed.
- Prepare daily reports and status updates.
- Work on modify, accessing, deletion of the access of department and sub section in bank.
- Ability to handle multiple tasks and tight deadlines, preparing root cause analysis.
- Performing daily and monthly operational activities and task.
Education
BE -
Daulatrao Aher College of Engineering
Karad03-2020
Diploma -
Government Poly. Karad
Karad03-2016
SSC -
S.G.M. High School
Karad02-2013
Skills
- SQL – data validation, backend investigation, transaction checks, querying subscriber, order, porting, and billing tables, data reconciliation, and mismatch analysis
- Splunk – log analysis, transaction tracing, failure investigation
- Grafana – system health monitoring, KPI dashboards, and alerts
- ServiceNow – incident, problem, and change management
- MS Excel – data analysis, pivot tables, validation
- PowerPoint – daily status decks, performance presentations
- Linux
Accomplishments
Champions Team award
Current Company
Netcracker technology, Pune, Maharashtra
Languages
- Hindi
- Marathi
- English
- Hindi
- Marathi
Personal Information
- Date of Birth: 05/07/97
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Current Designation
Application analyst
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Native
Native
Disclaimer
I hereby declare that all the details furnished above are true to the best of my knowledge.
Timeline
Application Analyst
Netcracker Technology
09.2022 - Current
Application Support Engineer
Datamatics Global Services Ltd.
03.2021 - 08.2022
BE -
Daulatrao Aher College of Engineering
Diploma -
Government Poly. Karad
SSC -
S.G.M. High School